Our Complaints Procedure

At Hattons we value any feedback from our clients, positive or negative. We treat all complaints about our service extremely seriously so that we can continue to improve service for our clients, and give them the highest possible standard of service.

Stage 1: Making An Initial Complaint

If you feel you need to make an initial complaint, please raise this with the person dealing with your case. We will aim to resolve any problems as quickly as possible.

Procedure following acknowledgement of a formal complaint:

When you have made your complaint in writing, via email or letter, we will acknowledge your complaint within two working days of receiving the complaint.

A full formal response will be provided within 10 working days.

We will tell you the name of the person handling the matter.

As well as being informed of the person dealing with your complaint, our senior partner will also be notified.

We will deal with your complaint efficiently and investigate fully. Some complaints may be referred directly to our senior partner for investigation.

All of your files will be updated, detailing your complaint and the outcome.

Stage 2: Further Complaint?

If you remain dissatisfied with our service after making an initial complaint to the person dealing with your case, please contact Hattons Senior Partner, Bruce Hatton:

When you have made your complaint in writing, via letter or email, Hattons Senior Partner will acknowledge your complaint within two working days of receiving the complaint.
A full formal response will be provided within 10 working days.
All complaints are kept on file for at least three years.
Stage 3: Still Need to Complain?

If you are still not satisfied with the handling of your complaint, after Stages 1 and 2, you have the right to complain to the Legal Ombudsman